Assurance Wireless
Reviews and Complaints

On October 3, 2023, I called assurance wireless at 6pm, to try to speak to a supervisor. The lady I was speaking with, then put a lady named Jana on the phone. Jana did not want to help me, she just told me to go online. I called back, at 612pm, and asked a lady named Carol if I could have the complaint department phone number. She hung up on me, and I was transferred to a survey. After the survey, it said to press 1 to speak to someone. At 6:15pm a man named mark got on the phone. I then asked him for a number for the complaint department. Mark told me, that if he gives me the number, then I will be banned from all government phone providers. I said I definitely want the number after he said this to me. He gave me the number, [protected]! I called the number, and got a voice recording, saying that my phone is being traced. I definitely would like to speak to someone from the complaint department, as I have never been treated so rudely, and people making threats to me, and then give me the number of some malicious destination! I feel threatened and I will be making a complaint about this abuse, on the BBB if I do not get to file a formal complaint with corporate.

I am on my fourth schock in one year. The worst piece of crap I have ever seen. Underpowered, prone to fatal malfunction at the worst times. I know the staff at assurance like family. They insist upon giving me more of this crap every time. I think that they get a kick out of sending out this [censored] and see how long before the customer is without phone service for another three weeks. Never consider that there's a model wide issue and ship more of this crap to people who made the mistake of using assurance.

MY EMAIL TO THEM:

THIS IS IN REFERENCE TO ASSURANCE WIRELESS. MY EMAIL TO THEM IS AS FOLLOWS:

To whom it may concern:

I received a shock cell phone, telephone # [protected]. The phone didn't even last a month. I called to report it and was told that I was still under warranty and that it would be replaced with me paying shipping. After thinking about it and having been with other cell phone companies with the phone lasting me years,

I called back and asked why I should have to pay the shipping when I was sent a faulty phone.

This phone call took place on Sept 15th. I was told after she had me on hold that one would be shipped and I would get it 7 to 10 business days.

On the 25th of September when I still hadn't received a phone call the gentleman I spoke with looked at my file and stated that for free my phone would be upgraded and that I would receive it THIS WEEK! That I didn't have to pay shipping.

One September 27th I called to get a tracking number and was told, after explaining what I was previously told, that it was not their policy and I would have to send $20.00.

Not only are the employees telling a customer different things, but are frustrating me to no end. I should not have to pay shipping when I received a lemon phone.

Carol A. Tedeschi

email addy: [protected]@gmail.com

I have been with assurance wireless this time since March of this year and ever since I got this handset the speaker has been crackly the phone freezes and has to be reset I've done factory resets I've done everything except take the battery out because I can't take the battery out it's screwed in and I called them today 9/27/2023, and they said that they would send me a free phone replacement except for that even though I'm on a government lifeline which means I have no income, they want me to pay $20 shipping and they will not waive it. I even asked if there was an account specialist I could talk to and the tech support girl that I was talking to said unfortunately there's nothing they can do. So I would like to know how they can carry a government plan for people who have no money and are on benefits, and yet still try to get away with charging people this huge shipping fee. The last time I was with Assurance wireless I loved them, everything was great, but that was when they were on the Sprint network, since T-Mobile bought them out, apparently their customer service has gone downhill it makes me sad because I really did like them better than any of the other companies I've tried.

I need a replacement phone and assurance wireless wants a delivery fee of $22. I cannot afford that and have been trying to talk to a supervisor about this situation and I was told pay the delivery fee or no phone will be sent to replace a broken phone service that is not my fault

Phone stopped working and called assurance wireless for a replacement phone and they said I have to pay a delivery fee o cannot afford

I received my phone from assurance wireless, it got so hot it almost started a fire and turned the clothes it was laying on brown and scorched. Called, had to pay 20.00 for shipping a new phone plus 10.00 so they wouldn't kick me off the program. Waited, no phone called them, they said it was delivered, and if i couldn't find it, it was pretty much my problem and that i might try calling fed x, but it wasn't there problem. So I called fed x they said it was delivered and left along my driveway. I have a half mile dirt driveway. Called assurance back..on hold for forty five minutes then hung up on. Called back again, and got a dozen excuses why they couldn't send another. I found this to be a big rip off and if they are part of T mobile then I wouldn't encourage anyone to use T mobile.

I have lifeline. It's a hassle when assurance wireless phone won't make or receive calls. I've called customer service but get nowhere. I couldn't talk to any representative. I've no other phone to call them. I guess I'll have to send a letter. It's an ongoing problem. I'm sick of not getting any help. Assurance should have a chat line or email address.

I was able to get lifeline service and after 3 days the phone stopped powering on so I threw it away and called Assurance Wireless. They said I would have to pay $20 to ship another phone out to me! Now mind you, the entire reason I got this phone was because it was FREE. Not a bit of help from this company to be able to use my service..which oddly enough, now has 25gb of data available that I never applied for. In addition, I have tried 3 unlocked phones and 1 assurance wireless phone and ALL were incompatible with their service. Can you say conspiracy? Or, they are doing this on purpose? I asked him to just program a Sim Card and let me try it without the IMEI cause when the SIM card isis in my GLOBALLY UNLOCKED PHONE it has a full data signal..I thought, hell why not give it a shot? Nope, didn't even attempt to consider the idea or help me. When they said Assurance wireless phones only work with assurance wireless phones...I ask them to explain that technology and how and why...phone went dead for a good minute. So after literally $300 and a truckload of rage I am kissing this utterly dejected and seriously pathetic service goodbye...they wouldn't even give a replacement phone to a mentally ill, disabled man who is homeless in Sf... Cutthroat company.

On 7/19/23 I spoke to a woman named Mandy and let her know that I was unable to turn my phone and use it. At that time, I requested a replacement phone. She let me know that I did not qualify for a free one so provided payment of $34.43. I confirmed my mailing address (where I have lived for 10 years) numerous times. I called back again on 7/25/23 and spoke to Colby to verify the tracking number, he states that my phone had delivered and was left on the front porch. I took a lunch break...went home and checked and it was not there. I called back and he confirmed that they shipped it to my old address. (Frustrating... but wait...it gets better) confirming the tracking number it showed that it had delivered but fed ex regained possession of the phone. While I expected the rectification was going to be to contact them and I provided my correct address for delivery, they assured me at assurance wireless that I was going to get a replacement. The phone ended up getting sent back to them and delivered to the shipper on 8/3/23. Fast forward 2 MONTHS and I have called every single week. For the past month they have been telling me that I need a police report (even after providing the return number and it being confirmed). Once I have provided that information, I have been told that I will need to wait 3-5 days for the phone that never arrives, and I end up having to call again (from work) every week.

7/19

7/25 x2

8/2

8/9

8/17

8/25

9/7

9/14 x2

These are all the times that I have called regarding this matter and am currently on hold now while they look into it again. I feel like I was frauded at this point. Getting nothing but the run around.

I called [protected], reported my cell phone lost, gave rep. ALL information requested: credit card # security #, and expiration date and mailing address to mail the replacement cell phone, total charge:$10.81. I was told that a supervisor would be calling me that same day to finalize my request and give my credit card info. again...that call never came. I have called every day since then, go through the WHOLE thing again, I am told: unable to process for some unknown reason. I have been dealing w/this online Assurance and am told call above number...it is an automated reply (No matter my question) and No information for how to resolve this. I am 86 yrs old, in ill health and NOW I am without a cell phone in case of an emergency while I am away from home.

Thank you,

Patricia Grimmett

[protected] Landline

p.j.[protected]@att.net

Foul play is with these evil people always stealing and chanching my service to give to someone else i had a account under helen aguirre #[protected] when i try to log in they frezze so that i cannot see what the heck they did now i see another number was given which tells me they indeed have taken over my account #[protected] and when i try to log in under this number they freeze so that i cannot log in. These evil malice people have been doing this for awhile and its clear i am not the only victim. Please cut off service they will call and explain like they do to make the bad person these evil ones know everything i do and have all my personnal info soo it makes it easy for them to get away with everything. Now this is gonna sound crazy the reason they know everything is device put in my eye, no i am not crazy please help me and cut off service thank you very much helen aguirre

im approved for lifeline, dont have to re new till next year. on sept 7th my phone was shut off. now for the last 3 days have been trying to get a hold of customer service and after i go through the whole message and in putting my phone # it keeps saying goodbye and hangs up. im very frustrated cause my daughter is missing her online school. i dont know what to do if i cant get a hold of them

I applied for the free wireless phone since I am disabled. The lifeline was approved and they got all my information. I recieved an approval notice and that the phone will be mailed out within 10 days. it has now been 30 days and I went to the page where it says check your status and used the pin they gave me, but there is no account now. I dont know what is going on here but they have all of my information and I have been approved by both the Govermnent lifeline and Assurance wireless, but no phone was given to me. was I scammed? I am getting no resolution here.

My late husband & I have used this service since 2011 & have always had good experiences with it except for the fact that the Customer Service people are always extremely difficult to understand, so much so that one has to keep repeating "What did you say?", "Excuse me, could you repeat that?", etc. There is never an available manager to help with disputes as they are always "...on another call." This all started with my WICO LIFE 3 which finally "died". On 3/23/2023, I got a new phone but it would not turn "on" so I called the next day & spoke to Joy who told me she'd send a replacement which I got on 3/31/2023 but this, too, was damaged. I called for a replacement & spoke with both "Four", Blair & Ysa who said a new unit would be sent (conf #[protected]). The latter said she'd "upgrade" the model & she'd activate my WICO so I could use it in the interim - needless to day, that did not happen. I had to pay for the next unit, ANS Artia, as it seems the warranty period had expired - that time period seems to keep changing each time a replacement is needed so that you make money! I got the Artia 4/12/2023 & it has worked well until now when it again went "dead". I had to now pay for FEDEX shipping charges in order to receive another phone as, again, the now-3-month warranty period had expired! So far, I have now sent back four (4) phones to you but once again, was promised a PREADDRESSED RETURN LABEL which I have not gotten & will have to call tomorrow (9/5/2023) in order to have it emailed to me. Your service has decidedly gone downhill in the 12 years I have been dealing with you & I do realize/appreciate that this service is FREE to those who need it but your Customer Service MUST be improved no matter the cost & terms of a warranty also must be explained more fully.

I have spoken with multiple associates at Assurance wireless customer service I was promised a phone replacement was being shipped to me for free because phone is still under warranty I was told 3 times now I would be shipped replacement phone for free and shipping for free here are 2 different reference numbers #179838 & #608123 to confirm u was told they would ship me a replacement phone and free explanation shipping for all the issues or for how many times I've had to call please help me I want to keep my phone service and number

My Name is

Steven Wheat

[protected]

[protected]@outlook.com

I filled out a apc form August 15th. the company said I was approved I got no text or e mail. September 1st I called talked to a person said it was fixed. told me to restart my phone and wait 5 minutes still no apc service no code received or text or email. Called back 2 hours later said she resolved the issue still no apc service 6 hours later. I will be calling again September 2nd to try to resolve the issue again. My complaint is why is it so hard for the employees to make changes to my account for my APC service. Employees said she sent me a approval code while on the phone with her still not received.

I been out of my phone a week call 8/30/23 to call back in an extra 24/hr and still no network .the phone had a new sim card still didnt work the sim card were defected after what all they were doing and tryed to put it on me what did i drop it and the sim card from the test had red and yellow lines on left of screen.the screen had had home screen can t see all the home screen.and didnt want to make the customer happy to change the phone are new sim card after been with out a phone and trying to charge me with a unlimited life line plan for network and data so i am leaving this company dont go the assurance wireless they no good company you wont get treated right .

I have been with Assurance Wireless for over a year now and have signed up for the ACP Program over 4 months ago. This is my second complaint. I have spoke to customer service over 30 times and a lady named Jennifer. I am yet to be on the program.nubhave been approved by lifeline national verifier but yet to have what I applied for. My approval numbers are B49359-96202. U have lost employment because of this. Please help me resolve this matter. Thanks, Susan.

P.S. No one lives at my home but me. Anyone using my address for lifeline is false.

I called assurance Wireless after I bought a new phone to tell them that the phone didn't work. They assured me that I would be getting a new phone replacement. That was on August 8th. August 28th I called them back to ask where the phone they sent was at. They then told me i didn't qualify for a phone. I bought this phone from them, and it didn't work. Now they are refusing to send me a phone that works.

Sharon Valenzuela 3535 Stine Rd #141 Bakersfield, Ca. 93309

[protected] This is ridiculous, really need a phone that works! I need someone to call me back asap

Let me start off by saying I am thankful for the phone. However, just because I am in a bad financial situation doesn't mean I should be treated like I am a lowlife with no sense. I have called about a replacement phone many times. I am not receiving texts messages. The reason I have this phone is to stay in touch with my children when they are going to and from school. I receive random texts but not all. The phone also does not hold a charge. It is defective! I was told they were sending a new one that never came in the 3 to 5 business days they guaranteed. When I called to address the issue I was told to pay $20 for shipping. I waited about a month to call again and now they want $30 for a replacement phone. They just repeat the same thing over and over and there is never a supervisor available. When I asked to speak to someone else I was hung up on. So very frustrating. Im a single mom and kids are starting school soon.